Job Description :
Contact Center Engineer - OmniChannel Solutions
The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. In this critical role, you will design, build, and support our Call Center Technologies (including core and advanced routing systems, IVR, V-IVR, Call Recording, End Points, Digital Channel capabilities, Call Recording, Outbound, Virtual Hold, etc.
Specific responsibilities will include the following:
? Gather requirements from business partners
? Design solutions to meet/exceed business requirements
? Obtain alignment on solution architecture
? Work within an Agile team to build solutions
? Define all System KPIs
? Ensure systems are fully monitored and automated following CI/CD principles
? Drive continuous improvement and automation of systems to ensure high performance, availability, and scale for our enterprise
? Provide Tier 3 support for solutions
Required Qualifications/Experiences:
? 5 + years of experience with Contact Center technology
? 3 + years of experience with Genesys or i3 Contact Center Solutions
? 5 + years of Telecommunications experience
? 5 + years of experience working with SIP/VoIP based applications
? Undergraduate degree in applicable area of expertise or equivalent experience
Preferred Qualifications/Experiences:
? SQL and Oracle dB
? MS and LINUX OS
? VMware
? Java and/or .NET programming
? Undergraduate degree in Computer Science or related area